Modern Workplace Support Lead

DXC Technology Company; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

DXC Technology seeks a Modern Workplace Support Lead to oversee end-user support within a major enterprise transformation programme. You will manage L1/L2 support for Microsoft 365, endpoints, collaboration tools and peripherals, driving timely incident resolution and service quality.

You will coordinate device deployment, patching and asset lifecycle activities, while coaching engineers and delivering monthly reports to stakeholders.

Qualifications

• Proven experience as a Desktop Support Engineer or similar.
• Experience leading an end-user support team.
• Strong hands-on knowledge of desktop hardware and consumer/workplace OS.
• Experience supporting Microsoft 365, Outlook, Teams, Windows endpoints and mobile devices.
• Knowledge of IT service management platforms such as ServiceNow or Remedy.
• Understanding of ITIL incident, request, problem and change management processes.

Responsibilities

• Coordinate daily L1 and L2 support activities, prioritising workloads and ensuring ticket ownership.
• Monitor incident and service request resolution against SLAs.
• Manage escalations to specialist teams and vendors, maintaining clear communication with users.
• Coach support engineers and maintain troubleshooting guides and support procedures.
• Identify recurring issues and contribute to problem management and service improvements.
• Prepare service reports covering ticket performance and improvement actions.

Skills

End-user support

Team leadership

Microsoft 365

Endpoints

ITIL knowledge

Tools

ServiceNow

Remedy

Job description

DXC Technology is seeking a Modern Workplace Support Lead to lead end-user support within a major enterprise transformation programme.

Combining hands‑on technical support with team coordination, you will oversee L1 and L2 support across Microsoft 365, endpoints, collaboration tools and workplace peripherals. You will drive timely incident and service request resolution, maintain service quality and coordinate device deployment, patching and asset lifecycle activities.

Key Responsibilities

• Coordinate daily L1 and L2 support activities, prioritising workloads and ensuring effective ticket ownership.
• Monitor incident and service request resolution against agreed service level agreements (SLAs).
• Manage escalations to specialist teams and vendors, maintaining clear communication with users.
• Coach support engineers and maintain troubleshooting guides, knowledge articles and support procedures.
• Identify recurring issues and contribute to problem management and service improvement.
• Prepare service reports covering ticket performance, outstanding issues and improvement actions.

End-User & Microsoft 365 Support

• Provide hands‑on troubleshooting for Windows, macOS and Linux endpoints.
• Support Microsoft 365 applications, Outlook, Teams, VPN connectivity and remote support tools.
• Troubleshoot workplace applications, mobile devices, printers, scanners, displays and projectors.
• Support user access, password resets and permissions in line with approved procedures.
• Deliver clear user guidance and basic training on workplace services, processes and policies.

Device Provisioning, Imaging & Patching

• Coordinate provisioning and configuration of laptops, desktops, mobile devices and peripherals.
• Create, test and maintain standard endpoint images and configuration baselines using approved deployment tools.
• Support Windows 11 and Linux installations, including dual‑boot configurations where required.
• Deploy operating system, application, security and driver updates through controlled testing and rollout.
• Support endpoint management and UEM/MDM processes, following up on device compliance and deployment issues.
• Maintain baseline documentation and provide monthly patching and update‑status reports.

Asset & Inventory Management

• Maintain accurate hardware and software asset records, including ownership, location, configuration and lifecycle status.
• Track warranties, leases, maintenance agreements and repair or replacement requirements.
• Coordinate device relocation and decommissioning according to approved asset management procedures.
• Manage spare equipment and buffer stock to support service continuity.
• Produce inventory reports and coordinate required actions with stakeholders and vendors.

Onsite Technical Coordination

• Coordinate hands‑and‑eyes support for server‑room and data centre equipment under specialist‑team direction.
• Support basic physical hardware checks and approved maintenance activities.
• Coordinate scheduled backup tape handling where required.
• Maintain equipment records and elevate complex infrastructure issues to the appropriate teams.

Required Qualifications & Experience

• Proven experience as a Desktop Support Engineer, Technical Support Engineer, Senior EUC Engineer or similar.
• Experience leading or coordinating an end‑user support team.
• Strong hands‑on knowledge of desktop hardware, operating systems, workplace applications and peripherals.
• Experience supporting Microsoft 365, Outlook, Teams, Windows endpoints and mobile devices.
• Working knowledge of macOS and Linux troubleshooting.
• Experience using IT service management platforms such as ServiceNow or Remedy.
• Understanding of ITIL incident, request, problem and change management processes.
• Experience with endpoint provisioning, imaging, patching and asset management.
• Working knowledge of Active Directory, remote support tools, endpoint protection and basic network troubleshooting.
• Excellent customer service, communication, prioritisation and problem‑solving skills.
• Professional proficiency in English.

Preferred Qualifications & Experience

• Experience with UEM/MDM platforms and device compliance processes.
• Experience supporting large enterprise or multi‑site workplace environments.
• Relevant endpoint or support certification, such as CompTIA A+, Microsoft Office Specialist, HDI-CSR or a relevant Microsoft credential.
• Experience delivering user training and maintaining support knowledge bases.
• Arabic language proficiency, including the ability to provide user support and guidance in Arabic.

What We Look For

We are looking for a support lead who combines technical competence with strong service ownership. You should be comfortable resolving hands‑on issues, guiding engineers and keeping users informed throughout the support process.

You will bring a customer‑focused approach, disciplined ticket management and the ability to improve support quality across a diverse workplace technology environment.